Vacant job

We are looking for a strategic and proactive Incident Manager to lead incident management within ITIL and SAFe environments. The role ensures strong collaboration between IT operations and agile teams, improves incident solutions, and drives service improvements.

This bank was founded in Sweden to provide a fair alternative in everyday life. Since its inception in 1995, it has expanded to eight countries, including the Nordics, Germany, and the UK. The bank is part of a larger group and has its headquarters in Malmö, while the original operations started in Älmhult.

You will manage incident visibility and communication, support triage meetings to identify responsible teams, and ensure effective escalation paths. By working with the service desk, operations, and development teams, you will align incident processes with best practices and integrate workflows into Agile Release Trains. Key tasks include supporting the management of major incidents, improving knowledge sharing, and leading root cause analyses and post-incident reviews. You will analyze KPIs, reduce recurring incidents, and coordinate targeted training to enhance team competence. Furthermore, you will improve early incident detection through monitoring and automation, develop clear communication plans for critical incidents, and maintain a crisis plan. Close collaboration with suppliers and ensuring SLA compliance is crucial, as is the continuous improvement of workflows and documentation.

To succeed in this role, more than technical skills and experience are required – it is about aligning with the organization's culture and values. You are expected to contribute to a dynamic and collaborative work environment where people grow and work towards common goals. Leading with simplicity and good judgment, encouraging cross-functional and international collaboration, and prioritizing customer value and risk awareness are central. A strong commitment to data protection and fair treatment of all stakeholders is also a prerequisite.

Qualifications

• Experience working cross-functionally between technical and non-technical teams, ensuring smooth incident management through strong collaboration and stakeholder management.
• Good experience integrating agile methods such as SAFe or DevOps into traditional ITSM structures to increase responsiveness and efficiency.
• At least five years of practical experience in IT Service Management, particularly in incident management, major incident handling, and process improvement within ITIL-based environments.
• Experience working with enterprise-wide ITSM platforms, such as ServiceNow, Jira Service Management, or similar systems.
• Analytical skills with solid experience in root cause analysis, problem-solving, and data-driven decision-making.
• Thrives in a fast-paced environment and can successfully balance multiple priorities under pressure.

Preferred Experiences

• Experience with automation within the incident management process or optimization of ITSM workflows, particularly related to major incident management.
• Knowledge of risk and compliance related to operational incident management.
• Experience transforming ITSM processes within agile organizations.
• ITIL certification is a requirement, and SAFe certification is considered an advantage.

Start: April

Location: Stockholm / Malmö (possibility for 100% remote work)

Your source to IT D-Source is a modern consulting company bridging helpdesk, infrastructure, and Tech. We have extensive experience in understanding customers' IT needs! Don't hesitate to reach out if you are interested in learning more.

What can we do for you and what can we do together?

No worries! You can always register without obligation on the D-Source job page by connecting with us. This way, you will be in our candidate database and stay updated on our upcoming job openings.